Complaint handling was time-consuming and error-prone. Each product required a separate form submission, manual data cross-referencing, and repetitive entry for multi-product orders. I redesigned it — cutting handling from 30+ to 10 minutes.
The single biggest time sink: multi-product complaints required filing each separately. Bulk duplication eliminated this entirely.
360 Platform: Complaint duplication
I shadowed 4 agents over 2 days. Finding: 68% of complaint time was spent on data retrieval and re-entry — not on resolving the issue.
Legacy system (Presta): Complaint form
→ Target: eliminate data re-entry. If the system knows the order, it should pre-fill everything. Bulk actions: first-class, not afterthought.
The new flow pulls all data automatically, presents structured dropdowns (no free text), and allows bulk duplication across multiple products in one action.
360 Platform: Complaints overview
360 Platform: New complaint form
The structured classification also made complaint data analysable for the first time — revealing recurring supplier issues that had been invisible.
